FrontPoint Security Solutions

The system is easy to install. We had a question during installation and contacted customer service. They were great. We especially like that we can control the system from our smart phone.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The account of event is "INACCURATE"  I did not request at any point or to anyone to "stop calling me" due to the seriousness life threatening situation of paying for a service to a company who is untrustworthy. Their response and lack of accountability was so crass that after 8 years decided to cancel the contract. Their response confirms my statement.
Regards,
[redacted]

My Frontpoint service is wonderful. They've never failed to monitor my system and sent me a replacement battery within days at no charge. Best value and company around.

Good
Morning,
Frontpoint is
dedicated to making sure each customer is taken care of which is why we are
taking this customer’s rejection with the utmost seriousness.
On 9/18/2017
Frontpoint received this customer’s rejection and our Support Supervisor reached
out to discuss this customer's concerns via email.
On
9/22/2017 Our Support Supervisor was able to speak with this customer in
regards to the cancellation of their system. Our Supervisor offered to lower
this customer’s early termination fee of $503.89 to $150. The customer accepted
this offer.
At this time,
this customer’s account has been charged $150 and is set to be cancelled on
9/30/2017.
Thank
you and please don’t hesitate to reach out to us with any questions or
concerns.
Best,
Frontpoint

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:As I indicated to the business in response to their email of May 23rd, that I would take the service refund that they spontainiously offered but, by this response from them is stating that I did not have complete service, which conflicts with thier original response and further indicates that I spent excess time troubleshooting their equipment. This conflicts with the businesses original statement to the Revdex.com that I refused to troubleshoot and further validates my claim that the equipment is faulty and request for a full equipment refund. It was further stated to the business in my response that, based on there logic, in addition to equipment perhaps I am also due additional months of service refund for lack of coverage. A full refund of equipment purchase is the setlement requested and requiered. Regards,
[redacted]

Good Morning,
We want to make sure every customer has an
excellent experience with us, which is why this customer’s complaint is being
taken very seriously.  
On 9/15/2015 Frontpoint processed this customer’s
return and submitted a credit request for all charges this customer...

made.
Frontpoint then approved the credit request
for an equipment charge totaling $101.93.
On 9/17/2015 One of our Support Supervisors
was able to speak with this customer and address their concerns.
On 9/18/2015 Frontpoint submitted a credit
request for the interest that this customer’s credit card incurred.  An email was also sent to the customer ensuring
that their account had been cancelled and that all obligations for returning
the system and closing their account have been completed.
On 9/21/2015 Frontpoint approved the credit
request for the interest incurred totaling $2.00.
On 9/23/2015- Our Support Supervisor attempted
to reach out to the customer to confirm that the credits did show up in the customer’s
bank account.
As of present, we have not heard from this
customer since our inquiry on 9/23/2015.
We encourage the customer to check their
account to ensure they have received their refund as we have completed the
request on our end.
Thank you, and please don't hesitate to reach
out with any question or concerns.
Best,
Frontpoint

Frontpoint is Class A in Customer Service. Quick with notification and follow up call to ensure my familys safety, old ADT customer who never looked back!!!

Good design and easy to install!

Good Morning,
We want to make sure every customer has an excellent experience with us, which is why this customer’s complaint is being taken very seriously....

 
On 8/17/2015  Frontpoint cancelled this customer's initial order and submitted a credit request for all charges this customer made. The credit request was then approved for the customer’s initial payment of $319.90.
Generally, these credits show up in the customer’s bank account within 5-9 business days and we encourage the customer to check their account to ensure they have received their refund as we have completed the request on our end.
Thank you, and please don't hesitate to reach out with any question or concerns.
Best,
Frontpoint

Good Afternoon,
We want to make sure every customer has an
excellent experience with us, which is why this customer’s complaint is being
taken very seriously.  
On 4/13/2016 One of our Support...

Supervisors attempted
to contact the customer to address their concerns in regards to their refund though
was unsuccessful. A voicemail was left and an email was sent.
In addition to contacting the customer, Frontpoint then approved
the credit request for the customer’s full system return totaling $220.00.
On 4/15/2016 Our Supervisor made a
second attempt to contact the customer to follow up on their refund though was unsuccessful.
A voicemail was left and an email was sent.
On 4/18/2016 Our Supervisor made a
third attempt to contact the customer to follow up on their refund though was unsuccessful.
A voicemail was left and an email was sent.
On 4/19/2015 Our Supervisor made a
fourth attempt to contact the customer to follow up on their refund though was unsuccessful.
A voicemail was left and an email was sent.
At this time, Frontpoint has not heard back from this
customer. Refunds generally show up in the customer’s bank account within 5-9
business days and we encourage the customer to check their account to ensure
they have received their refund as we have completed the request on our end.
Thank you, and please don't hesitate to reach
out with any question or concerns.
Best,
Frontpoint

Once received the equipment followup was excellent. Service has been excellent also.

I can't comment on the product because I never actually installed or used, but can comment on Frontpoint's customer service, which is nothing sort of terrible.
When I called in to discuss my needs with a customer service rep, they made their pricing, plans, and equipment sound very appealing and even offered a trial period in which I could return the equipment for a refund if not satisfied. I explained that I was moving in a couple of weeks and that the equipment and service would be for the new home. They offered me a "free" month of service to go ahead and commit.
First, they sent the equipment to the new address, not the address where I was living, which was something I went over with them in detail. No one was living in the new address at all, so I complained and they resent the equipment to the address I was living in. Then, October 1st came, my "free" month, and I was charged the monthly fee. They were supposed to take care of it but as of yet I still have the charge on my credit card.
Unbeknownst to me, security systems have to be registered in certain towns, mine included, so I had to delay install to get it registered. The reason I wasn't informed of this in advance, is because Frontpoint had my shipping address entered as my service address. Frontpoint "assisted" me in registering by sending me misinformation-the wrong forms for a totally different location than where I live or where the equipment had been shipped. When I complained, they sent me a rude email about how this was my responsibility. After all the miscommunication without even having opened the box, I decided to go ahead and return everything. They have continued billing me the monthly fee and still haven't refunded me for the equipment or the "free" month of October.

Good Afternoon,
 We want to make sure every customer has an excellent
experience with us, which is why this customer’s complaint is being taken very
seriously.
 On 5/10/2017 A Support Supervisor reached out to the
customer after receiving their complaint and discussed the status...

of their
refunds. The Supervisor offered to research the status of all promised refunds
to determine the correct amount that would be issued to the customer. In
addition, our Supervisor offered to follow up via email with a breakdown and a
finalized dollar amount. 
 On 5/19/2017 Frontpoint sent an email to this customer with
a full breakdown of the charges that would be refunded to the customer.
 As of 5/19/2017, a refund has been submitted and approved
for all charges this customer has incurred. The refunds include monthly
monitoring charges totaling $99.98, and equipment charges totaling $2,661.72.
This customer will receive a total refund amount of $2761.70.  
 
Thank you and please don’t hesitate to reach out to us with
any questions or concerns.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I have returned the equipment and my money has not been refunded.
Regards,
[redacted]

Good Afternoon,
We want to make sure every customer has an excellent
experience with us, which is why this customer’s complaint is being taken very
seriously. 
On 4/19/2017 One of our Support Supervisors spoke with this
customer regarding unauthorized charges to their card. Our...

Supervisor offered
to look into this situation further. 
After an internal investigation, it was discovered that the
customer’s card was attached to another customer’s account. Frontpoint
contacted this customer and explained that due to Frontpoint’s account security
measures, a passcode would be required to make any billing changes. Due to
these parameters, our Support Supervisor advised the customer that there would
need to be a follow-up with Frontpoint’s legal department to determine the best
course of action for this situation. The Supervisor also offered email
follow-up once clarification was received.
On 4/20/2017 Our Support Supervisor reached out to the
customer, via email, and explained that since they could not provide the
passcode for the account in question, the customer would need to reach out to
their financial institution regarding the fraud that has occurred with their card.
 As of 4/26 the customer has not responded to the email sent. 
Thank you and please don’t hesitate to reach out to us with
any questions or concerns.Best,Frontpoint

Had a problem with my system called front point up the gentleman helped me with it and sent me a new battery for my console and also told me how to install it be we just moved into a new house that has front point and was left with no instructions from previous owner. Thank you Froint point for your help and people willing to yelp

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: 10839720
I am rejecting this response because:The company is portraying themselves as being the good guys here and I am not going to waste my time reading this in detail. It is a fraudulent misrepresentation and manipulation of the facts, and an attempt to hide their bullying behavior.  I have responded to them on multiple occasions. I have nearly canceled my bank account and permanently closed my email account in an attempt to avoid harrassment from them because despite canceling the account I continue to get threats of collection action via email, phone and mail.
I canceled in writing and communicated that multiple times. They played games in an effort to ignore that fact. I am now done with them. They will have to send me by mail a return label and can send me a refund by mail because they will never have access to my bank account again.
Regards,
[redacted]

Good Morning,
We want to make sure
every customer has an excellent experience with us, which...

is why this
customer’s complaint is being taken very seriously.
On 12/5/2017 One of our
Support Supervisors spoke with this customer regarding the charges they
incurred while they were moving to a new home. Our Supervisor ensured that
their account was cancelled and offered to credit this customer for the 2
months of monthly monitoring they incurred totaling $85.98.  The customer accepted this offer.
Thank you, and please
don't hesitate to reach out with any questions or concerns.
Best,
Frontpoint

We want to thank this customer for bringing their complaint
to our attention. We strive to make sure each and every customer has a great
experience, which is why we are taking this customer’s complaint with the
utmost seriousness. 
Once we were notified of this customer’s Revdex.com complaint,...

we did extensive
research on what actions could be taken by Frontpoint to address this
customer’s desired settlement. There were many exchanges between Frontpoint and
this customer, as well as this customer’s tenant. This is the reason for the
number of exchanges we have listed below, and they will hopefully serve as
information both for this customer and for any party they might chose to share
this with at a future date.
Below are our findings based on all customer
interactions/account details/inbound and outbound calls made between Frontpoint
and this customer: 
On 9/26/2013 Customer signed a 3-year contract with
Frontpoint Security.
On 3/19/2014 Customer’s tenant called in to inform
Frontpoint that they would be moving and bringing the system with them.
On 4/1/2014 Customer called in to let Frontpoint know they
were planning to transfer the account to their tenant because the tenant is
moving and taking the system with them. Frontpoint sent the customer an email
listing two options regarding transferring their account to their tenant.
Option 1, hand the contract off to the tenant. Option 2, have the customer’s
tenant sign a new contract.
On 4/2/2014 Frontpoint sent out an email notification to the
customer regarding their control panel not communicating. The customer
responded to the email stating that their tenant was moving and that they want
to take the system with them. Customer then asked again about how to handle
this transfer situation.
On 4/3/2014 One of our Support Specialists spoke with the
Customer and let him know that we were waiting on his tenant to get their email
up and running so that we could begin the contract transfer.
On 4/7/2014 The customer’s tenant requested that we call
them at 3 pm EST to discuss the contract transfer. At 3 pm EST, one of our
Support Specialist tried to contact the customer’s tenant but was unable to get
in contact with them. 
On 4/8/2014 The customer’s tenant called in and spoke with
one of our Support Specialists to troubleshoot their equipment and initiate the
Contract Transfer. The tenant’s information was sent for a credit check and the
contract transfer document was sent to both the tenant and the current contract
holder to sign.
On 4/10/2014 The customer’s tenant called in to activate
their new equipment and change the account information to their name. The
tenant was told Frontpoint could not do this per Frontpoint’s policy. The
tenant also wanted to set up a payment plan as they would not be able to start
payments until May. While the payment arrangement was being set up the call
dropped. Our Support Specialist tried to call back but was unable to get in
contact with the tenant.
On 4/11/2014 The customer’s tenant called in to update their
credit card information. Also, an email was sent to the customer asking for the
customer’s authorization to change the name on the account to their tenant’s
name. This email also stated that this name change confirmation does not
relieve them of their responsibility for the contract originally entered into
with Frontpoint.
On 4/14/2014 One of our Support Specialists spoke to the
customer’s tenant about their equipment and then advised them that the contract
transfer was not complete and this needed to happen as soon as possible.
Later that day, the tenant called back in to update their
information on the account. Tenant then expressed their desire to get the
transfer process completed.
On 4/15/2014 The customer was contacted in regards to a late
payment. Customer stated that their tenant was now responsible for the
payments. The customer was told that Frontpoint would try to contact their
tenant, however the contract was still in their (the customer) name.
On 4/16/2014 One of our Support Specialists contacted the
customer to encourage them to sign the contract transfer document so we could
complete the transfer process. The customer stated they would sign the
document.
On 4/19/2014 One of our Support Specialists spoke with the
customer who stated that they did sign the contract transfer document and sent
it to their tenant to sign. Customer then stated that if the tenant did not
receive the document to let them know so they could resend it if necessary.
When trying to contact the customer’s tenant the call was immediately
disconnected. Our Support Specialist called back a second time and was
disconnected again.
Between 4/21/2014-4/28/2014 One of our Support Specialists
tried to contact the tenant though was unable to get in contact with them. A
voicemail was unable to be left therefore a follow up email was sent every
time.
On 4/29/2014 One of our Support Specialists tried to contact
the tenant though was unable to get in contact with them. A voicemail was
unable to be left. Our Support Specialist also emailed the customer to inform
them of the current status of the contract transfer.
On 4/30/2014 and 5/1/2014 One of our Support Specialists
tried to contact the tenant though was unable to get in contact with them.
Voicemails were left.
On 5/12/2014 One of our Support Specialists tried to contact
the tenant, another individual picked up and took a message for them.
On 5/13/2014 One of our Support Specialists tried to contact
the tenant though was unable to get in contact with them. A voicemail was left
and a follow-up email was sent.
On 5/14/2014 One of our Support Specialists spoke with the
customer who stated that they were under the impression that the account was
already in the tenant’s name. Informed them that the contract transfer document
was not signed by their tenant yet. Customer then recommended a time that we
should try to get in contact their old tenant. Customer requested we call them
back at a future date.
Between 5/16/2014- 5/21/2014 One of our Support Specialists
tried to contact the tenant though was unable to get in contact with them.
Multiple voicemails were left.
On 5/23/2014 One of our Support Specialists spoke with the
customer who stated the tenant has the system and that they would contact them
to encourage them to contact Frontpoint to complete the contract transfer
process.
On 5/27/2014 One of our Support Specialists tried to contact
the tenant though was unable to get in contact with them. A voicemail was left.
On 5/28/2014 Customer called in though call was dropped. One
of our Support Specialists did attempt to call the customer back though was
unable to get in contact with them. A voicemail was left.
On 5/29/2014 One of our Support Specialists tried to contact
the tenant though was unable to get in contact with them. A voicemail was
unable to be left therefore a follow-up email was sent.
On 5/30/2014 One of our Support Specialists spoke with the
customer in regards to the past due payments on the account. The customer was
adamant that they have nothing to do with the account. We let the customer know
that their tenant has been unresponsive and that if the tenant do not sign the
contract transfer document then they (the customer) are the responsible party
that will be sent to our collections agency.
Customer stated that they would not pay for the account. We
informed customer that it is their responsibility to make sure their tenant
finalizes the transfer process. We also let the customer know we will continue
to keep trying to get in contact with their tenant. The customer then stated
that they would try to contact their tenant as well.
 On 6/1/2014 One of
our Support Specialists tried and was unsuccessful at contacting the tenant.
The primary phone number had no answer and the secondary phone number was
disconnected. The tenant’s email that was provided to us was invalid therefore
we sent a follow-up email to the email address on file.
On 6/3/2014 One of our Support Specialists contacted the
customer’s tenant who stated they just got back into town from being overseas,
the call was then disconnected. An attempt was made to contact the tenant again
though this was unsuccessful. A voicemail was left.
Later that day, the tenant called in unsure of why the
account was not in their name. Explained that they had not yet signed the
contract transfer document. The tenant then paid off the past due payment and
requested that we email the customer to inform them that they (the tenant) are
paying for the account.
Between 6/6/2014-6/11/2014 One of our Support Specialists
sent multiple emails to the customer’s tenant stating that we still have not
received the signed contract transfer document from them. We also let the
tenant know that once the document is signed and completed then we will be
happy to update the account to their name.
On 6/13/2014 One of our Support Specialists tried to contact
the tenant though was unable to get in contact with them.
Between 6/15/2014- 6/26/2014 One of our Support Specialists
tried to contact the tenant though was unable to get in contact with them.
Voicemails were left and follow-up emails were sent.
On 6/29/2014 One of our Support Specialists spoke with the
tenant who stated that they have been in the hospital and that it was a bad
time to talk. The tenant then immediately disconnected the call.
Between 7/3/2014-7/14/2014 One of our Support Specialists
tried to contact the tenant though was unable to get in contact with them.
Voicemails were left and follow-up emails were sent.
On 7/16/2014 One of our Support Specialists spoke with the
customer about a past due payment on the account. Customer stated that the
account was transferred to his tenant. Let customer know that tenant still had
not signed the contract transfer document therefore they were still responsible
for the account until that document is signed.
On 7/21/2014- One of our Support Specialists tried to
contact the tenant though was unable to get in contact with them. A voicemail
was left.
On 7/24/2014- One of our Support Specialists spoke with the
customer and let them know that we were still waiting for their tenant to sign
the contract transfer document. Customer requested we call them back on a
future date to keep them informed of the situation.
On 7/25/2014- One of our Support Specialists tried to
contact the tenant though was unable to get in contact with them. A voicemail
was left and a follow-up email was sent.
On 7/30/2014- 8/11/2014 One of our Support Specialists spoke
with the customer and let them know about the past due amount on the account.
The customer explained that they do not have the system and that their tenant
is responsible. We explained that the contract transfer process was still in
progress. The customer then requested we call them back on a future date to
keep them informed of the situation.
On 8/12/2014 One of our Support Specialists reached out to
the customer about the past due payments on the account. The customer expressed
frustrations and told the Support Specialist that they were talking to their
lawyers about Frontpoint’s “harassing” calls. The customer then gave us the
contact information for his tenant and told us to contact them. Due to the
nature of this call our Support Specialist transferred the customer to a
Support Supervisor. Our Support Supervisor explained the situation to the
customer so they could understand why they were receiving calls about past due
payments. The customer stated that they did not want to be contacted in regards
to the billing matters and that they would be taking all their contract and
transfer documents to their lawyer. The Supervisor explained that we have been
trying to assist in the transfer process. The customer did not believe this to
be true and refused to give us an email address so we could follow up with
them.
Between 8/26/2014-9/2/2014 One of our Support Specialists
tried to contact the tenant though was unable to get in contact with them.
Voicemails were left and follow-up emails were sent.
On 9/5/2014 One of our Support Specialists spoke with the
customer who stated that they never want to hear from Frontpoint again and that
they spoke with their tenant. We asked that they advise their tenant to call us
and the customer stated that they would tell their tenant to contact us.
On 9/9/2014 One of our Support Specialists spoke to the
tenant who requested we call them back. We also spoke with the customer about
the account and past due amount. Customer stated that they will not pay and
that they are going to get a lawyer involved. Customer then requested the
contract transfer documents be resent.
On 9/10/2014- One of our Support Specialists spoke with the
customer who stated that their tenant was traveling for work and that they do
not know when the tenant will be back. Customer then gave us two different
email addresses for the tenant.
On 9/22/2014 One of our Support Specialists tried to contact
the tenant though was unable to get in contact with them.
On 9/23/2014 One of our Support Specialists spoke with the
customer who insisted that they have nothing to do with the system and that the
transfer was processed. We explained to the customer that their tenant has been
unresponsive for months and that the contract transfer document has still not
been signed by them. We encouraged the customer to tell their tenant to call us
to complete the transfer process.
Between 9/29/2014-10/2/2014 One of our Support Specialists
tried to contact the tenant though was unable to get in contact with them.
Voicemails were left.
On 10/9/2014 One of our Support Specialists reached out to
the tenant. The tenant answered the phone though quickly disconnected the call
once our Representative introduced themselves. We then contacted the customer
to inform them of this most recent interaction. Frontpoint explained the past
due payments again to the customer and also explained that we do not want to
see the customer’s account get sent to our Collections agency. The customer was
advised to get in touch with their tenant again.
Between 10/10/2014-10/14/2014 One of our Support Specialists
tried to contact the tenant though was unable to get in contact with them.
Voicemails were left and follow-up emails were sent.
On 10/21/2014 One of our Support Specialists spoke with the
tenant and confirmed their email address so we could resend the contract
transfer document to them. The specialist then informed them about the past due
payment on the account and they stated that they would take care of it and
requested that we call them back at another time. We then contacted the
customer to inform them that we spoke with their tenant and are sending another
contract transfer document and that they would need to sign it.
On 10/30/2014 The account was sent to our Collections agency
due to the past due payments not being paid by the responsible party listed in
the official contract/security agreement. 
While we
completely understand that this may be frustrating, we encourage this customer
to reach out to their tenant to resolve/discuss any concerns regarding this
situation. Frontpoint can only transfer a contract (and financial responsibility)
when two separate parties agree and sign that transfer agreement. Frontpoint
highly values excellent customer service, which is why we attempted to contact
this customer’s tenant over 25 times, with the intent to help expedite and
complete this contract transfer process.  We hope that the above listed dates with their
corresponding interactions help explain how Frontpoint has done everything
possible to assist this customer during, before, and after being sent to
collections for past due payments.
Thank you, and
please don’t hesitate to reach out if there are any other questions or
concerns. 
Kind Regards, 
Frontpoint

Good Afternoon,We want to make sure every customer has an
excellent experience with us, which is why this customer’s complaint is being
taken very seriously.On 6/15/2016 One of our Account Specialist spoke
with the customer about the return of their system. Our Account Specialist
assisted the...

customer in the return process and assured the customer that their
account would cancelled and would be refunded their full purchase cost of $262.93 On 6/16/2016 The customer contacted our Support
Team, via email, as he was charged for his 1st month of service. It
was stated that they were unable to send the system back. One of our Account
Specialist responded and let the customer know of that once we receive the
system, he will be refunded $44.99 for his first month of service as well.As the customer does not reside in the US, our
Account Specialist also emailed instructions for our International Return
process.On 6/17/2016 One of our Support Supervisors
reached out to the customer to assist them in the international return process.
The customer had begun the return and our Support Supervisor reassured the
shipment will be tracked and he will be refunded $307.92, the cost for their
full system and 1st month of service. The customer then stated they
were satisfied with the resolution and will be awaiting their refund.Thank you and please don’t hesitate to reach out
to us with any questions or concerns.Best,Frontpoint